Role - Student Session Coordinator - Intern | Operations - Full time Job Summary
We are looking for a professional and empathetic Student Session Coordinator to join our counselling operations team. The coordinator will be the first point of contact for students joining virtual counselling sessions and will ensure a seamless experience by welcoming, verifying details, assigning students to counsellors, and resolving basic technical issues. This role is critical to delivering a smooth 1:1 counselling journey for students while maintaining high operational efficiency.
Key Responsibilities
● Welcome students promptly and provide a short orientation about the counselling session.
● Verify student details before assigning them to counsellors.
● Manage student wait times and maintain session discipline when multiple students join.
● Allocate students to counsellors strictly as per lead cap and schedule.
● Escalate counsellor unavailability or delays to pod/branch leaders promptly.
● Guide students through basic technical troubleshooting.
● Maintain accurate logs of sessions, cancellations, and technical drop-offs.
● Generate daily and weekly reports on attendance, allocation accuracy, and wait times.
Ideal
Persona
● Excellent communication skills with a warm, qualified approach.
● Ability to multitask and remain calm in a fast-paced, student-facing environment.
● Familiarity with video conferencing platforms (100ms, Zoom, Google Meet, etc.).
● Strong coordination and problem-solving skills, with quick escalation handling.
● Basic knowledge of troubleshooting audio/video/browser issues.
Performance
Metrics
● Lead allocation adherence – 100% compliance with counsellor lead cap.
● Average student wait time – under 30 seconds.
● Escalation turnaround – within 5 minutes.
● Technical resolution success rate – at least 80%.
● Attendance and session reporting – 100% accuracy. Perquisites for this role include:
● Work Location: Office (as per business requirement)